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Using AI to generate replies in an AI agent for messaging (Legacy)



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Aimee Spanier

Zendesk Documentation Team

Edited Feb 03, 2025


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96 comments

I require users to sign into my help center before they can see any content. The generative AI replies do not ever return a result. Was the functionality released to include content from restricted articles based on the signed in user's segment?

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이지훈(maclaude)

Zendesk Luminary

hi Jordan Kolmer

 

If your team uses SSO to log in your customers, then it works. 

 

Customers may or may not get answers from the AI ​​agent based on their user segments. 

 

But the weird thing is, when I test this with my test account that doesn't use SSO, it doesn't work correctly and the AI ​​agent answers all the questions as if it doesn't know. Even though my test account has the user segments set up correctly.

 

 I concluded that only the end users who use SSO and have user tags set up through SSO and thus have the user segments set up, are getting the correct answers from the AI agent.

 

 

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Hi Daniel Aron regarding your response from last December 'Hi Havard, we're actively working on a solution to enable restricted content to be referenced for generative replies. We're expecting to release this in January 2024.' - is this something thats still being worked on?

 

Our company does not want the ‘read more’ button to be seen when using generative replies as we do not want customers to access the articles themselves, its for internal use only. However if we restrict articles, the generative replies do not work at all. 

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Is it att possible to change the length of the generative reply? I feel that the responsive a little too short for it to provide enough information most of the times.

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We previously installed the Zendesk widget on our Shopify backend using the widget code but did not create a bot at that time. Now, we are looking to switch to Zendesk's AI bot functionality. However, despite creating a new bot, I am still unable to find the "intents" tab.

Should I delete the previous widget configuration to fully enable the AI bot features? Additionally, the page you provided in the link (https://support.zendesk.com/hc/en-us/articles/4435802312730) no longer seems to be available.

I would appreciate your guidance on how to resolve this and properly activate the AI bot.

Thank you for your assistance.

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Hello!

 

If I have English (Singapore), English (United Kingdom) and English (Europe) language versions of my Help Center with different articles available for each of these regions, will bot only pick up the relevant region articles based on client's country?

 

“Every reply the bot generates is followed by a request for feedback (“Was this helpful? Yes/No”)” - can I see somehow in Explore what are the reply stats for this question?

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